We don't / he doesn't (but also think about the tense) At last (the boring movie has finished); Lastly / Finally, she complained about... complaints (s) reply to someone advice / help In the second email lost / lost 'hands of others' recommend/ suggest that we could... In the 4th problem, you need to start a new sentence after 'management office', or have a conjunction such as 'as'. use complete sentences - 'I am looking forward to your reply' In the letter - 'to avoid the situation happening again... 'As well as the key situation / that....' committed to and respect all the residents... regarding the issue of our staff attitude, after our investigation (not a full stop) no need 'to' before evaluate appreciate listening to all the residents' valuable opinion to further improve our .... ..satisfactory to you. (full stop) if you have any... Dear Sir - your faithfully Dear Ms ma - your sincerely
To: Becky Chan (Accounts Dept)
From: Jan Wong (Estate Office)
Date: 22 March 2011
Subject: Asking for Advice
Hi Becky,
How are you these days? I 'm not so good now since I 've just got a complaint letter from our resident yesterday about the new garbage collection system. I 've no idea of how to reply. Please help me!
She said we doesn't provide a spare key for her and caused her to keep the garbage in her flat for few days.What's more, she is worried about the risk of robbery if the keys fall into wrong hands.She thought we didn't consult all the residents before the change of the new system, and at last she said our staff are rude and unhelpful.
I think we've no excuse to reject her complaint, but i don't know how to reply her! Please give me some advice!
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Asking for Approval of Complaint Arrangements
Dear Richard,
I have received a complaint letter from our resident, Ms Ellen Ma, on the 21 March 2011. She stated four problems concerning the new garbage collection system. I have a few recommendations regarding the problems, and they are as follows: 1. Inconvenience caused by Lost Keys
She complained that we do not provide spare key for the residents and caused her to keep the garbage in her flat for three days because she has lost her key. I propose we could first explain the situation that during the public holiday there will be no staff in the office, and we will put a spare key in the security counter to the residents if they find they lose their keys.
2. Risk from Lost Keys
In addition to lost keys, she pointed out that there will be a definite possibility of robbery if the keys fall into others hand and they can easily access the back stairs from the garbage room. I recommend we could arrange more frequent patrols around the refuse room, in order to enhance the security level.
3.Lack of Consultation regarding Changes
Moreover,she remarked our lack of consultation with residents about the change of system. She regarded that we went against estate management regulations. I suggest we should first apologize for the sudden change, and we could state the changes to the residents' committee for consultation.
4.Complaint on Attitude of Staff
Besides, she was dissatisfied with the attitude of our staff in the Management Office, she complained that they were rude and unhelpful. Perhaps we can have an investigation about this case, and request the manager to evaluate the staff performances and give appropriate training accordingly.
I would like to ask for your advice and approval in order to reply Ms Ma as soon as possible and to maintain our goodwill. Looking forward to your reply.Thankyou.
Regards,
Jan Wong
The Esates Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma
Re: Garbage Collection System Issues
Thankyou for your letter on the 21 March 2011 concerning the new garbage collection system. First we would like to express our deep apologies for the inconvenience caused to you and to give explanations and solutions regarding the above issues.
Concerning the situation on that day, we had no staff on the Chinese New Year Eve since it was a public holiday. To avoid this situation, we propose to keep a spare key at the security counter for the residents if they lost their keys.
As well as we are very concern about the security of the Court, and we will arrange more frequent patrols around the refuse room areas in order to enhance the security level, and to reduce the risk of robbery even the keys fall into wrong hands.
Once again we would like to apologize for the lack of consultation of the changes. As a solution, we will propose the change to the residents' committee for further consultation since we are committed and respect to all the residents of the Court.
Regarding the issue of our staff' attitude. After our investigation, we have found they are new staff who are lack of experience for handling these occasions. In order to enhance the level of customer service, we will arrange compulsory training for all the staff and to evaluate their performances regularly.
We sincerely apologize again and we will appreciate to listen all the residents' valuable opinion, and to further improve our services. We hope the above arrangements are satisfactory to you, if you have any inquiries please feel free to contact our Estate Mangament Office or our direct line 2354-8596, we are always ready to listen and to serve.
We don't / he doesn't (but also think about the tense)
At last (the boring movie has finished); Lastly / Finally, she complained about...
complaints (s)
reply to someone
advice / help
In the second email
lost / lost
'hands of others'
recommend/ suggest that we could...
In the 4th problem, you need to start a new sentence after 'management office', or have a conjunction such as 'as'.
use complete sentences - 'I am looking forward to your reply'
In the letter - 'to avoid the situation happening again...
'As well as the key situation / that....'
committed to and respect all the residents...
regarding the issue of our staff attitude, after our investigation (not a full stop)
no need 'to' before evaluate
appreciate listening to all the residents' valuable opinion to further improve our ....
..satisfactory to you. (full stop) if you have any...
Dear Sir - your faithfully
Dear Ms ma - your sincerely
To: Becky Chan (Accounts Dept)
From: Jan Wong (Estate Office)
Date: 22 March 2011
Subject: Asking for Advice
Hi Becky,
How are you these days? I 'm not so good now since I 've just got a complaint letter from our resident yesterday about the new garbage collection system. I 've no idea of how to reply. Please help me!
She said we doesn't provide a spare key for her and caused her to keep the garbage in her flat for few days.What's more, she is worried about the risk of robbery if the keys fall into wrong hands.She thought we didn't consult all the residents before the change of the new system, and at last she said our staff are rude and unhelpful.
I think we've no excuse to reject her complaint, but i don't know how to reply her! Please give me some advice!
Cheers,
Jan
To: Richard Chan (Estate Manager)
From: Jan Wong (Estate Officer)
Date: 22 March 2011
Subject: Asking for Approval of Complaint Arrangements
Dear Richard,
I have received a complaint letter from our resident, Ms Ellen Ma, on the 21 March 2011. She stated four problems concerning the new garbage collection system. I have a few recommendations regarding the problems, and they are as follows:
1. Inconvenience caused by Lost Keys
She complained that we do not provide spare key for the residents and caused her to keep the garbage in her flat for three days because she has lost her key. I propose we could first explain the situation that during the public holiday there will be no staff in the office, and we will put a spare key in the security counter to the residents if they find they lose their keys.
2. Risk from Lost Keys
In addition to lost keys, she pointed out that there will be a definite possibility of robbery if the keys fall into others hand and they can easily access the back stairs from the garbage room. I recommend we could arrange more frequent patrols around the refuse room, in order to enhance the security level.
3.Lack of Consultation regarding Changes
Moreover,she remarked our lack of consultation with residents about the change of system. She regarded that we went against estate management regulations. I suggest we should first apologize for the sudden change, and we could state the changes to the residents' committee for consultation.
4.Complaint on Attitude of Staff
Besides, she was dissatisfied with the attitude of our staff in the Management Office, she complained that they were rude and unhelpful. Perhaps we can have an investigation about this case, and request the manager to evaluate the staff performances and give appropriate training accordingly.
I would like to ask for your advice and approval in order to reply Ms Ma as soon as possible and to maintain our goodwill. Looking forward to your reply.Thankyou.
Regards,
Jan Wong
The Esates Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
4/F Richland Court
Ma On Shan
Dear Ms Ma
Re: Garbage Collection System Issues
Thankyou for your letter on the 21 March 2011 concerning the new garbage collection system. First we would like to express our deep apologies for the inconvenience caused to you and to give explanations and solutions regarding the above issues.
Concerning the situation on that day, we had no staff on the Chinese New Year Eve since it was a public holiday. To avoid this situation, we propose to keep a spare key at the security counter for the residents if they lost their keys.
As well as we are very concern about the security of the Court, and we will arrange more frequent patrols around the refuse room areas in order to enhance the security level, and to reduce the risk of robbery even the keys fall into wrong hands.
Once again we would like to apologize for the lack of consultation of the changes. As a solution, we will propose the change to the residents' committee for further consultation since we are committed and respect to all the residents of the Court.
Regarding the issue of our staff' attitude. After our investigation, we have found they are new staff who are lack of experience for handling these occasions. In order to enhance the level of customer service, we will arrange compulsory training for all the staff and to evaluate their performances regularly.
We sincerely apologize again and we will appreciate to listen all the residents' valuable opinion, and to further improve our services. We hope the above arrangements are satisfactory to you, if you have any inquiries please feel free to contact our Estate Mangament Office or our direct line 2354-8596, we are always ready to listen and to serve.
Yours Faithfully,
Jan Wong
Jan Wong
(Estate Officer)